1 hr training & development | brite training training & development programs presented by...
TRANSCRIPT
1HR Training & Development | BRITE Training
Training & Development Programs
Presented by Reg Randles, MOLLead Training Specialist
2HR Training & Development | BRITE Training
The Programs
Understanding Difficult Situations Preventing difficult situations. Perceptions.
Emotional Triggers Emotional triggers exercise. Bait Concept. Techniques to stay calm.
Service Strategies L.A.S.T.
Dangerous Situations Abuse vs. Dangerous.
3HR Training & Development | BRITE Training
Introduction to Insurance Payors
The Big PictureHistory of managed care.Managed care terms.
Manage Care PlansHMO.PPO/EPO.POS/PLUS.
Medical GroupsWho’s the payor?
Medicare 101Part A, B, C, & D.Medigap.
4HR Training & Development | BRITE Training
Putting CICARE Into Action
What Do Our Customers Want?Who are our customers.What they told us.
Six Fundamentals of Customer Communication
Making a Connection – Fast!Connect in 90-seconds or
less.
CICARE Assessment ToolPCATs.
5HR Training & Development | BRITE Training
Presentation Skills
Delivery MethodsAdult Learning Principles.Delivery Techniques.
PreparationPresentation techniques.Communication techniques.
Facilitation ManagementLearning PathwayPresentations
6HR Training & Development | BRITE Training
Techniques For Effective Communication By Telephone and Email
The Power of the Spoken WordHow we communicate.Five voice qualities.
Controlling The CallActive listening.Back on-track questions.
Abusive CallersAbusive Behavior.Assertive limit-setting and
enforcement.
7HR Training & Development | BRITE Training
Excelling In A Changing Environment
The Change CycleWhy so much change?Five stages of change.
Three Typical AttitudesAdvocate.Ambivalent.Critic.
Change Cycle – ResistanceSelf Assessment.
The F.A.C.E. ModelDevelop your model.